How to Lodge a Complaint

As with any agreement between two parties, you may find yourself with a grievance against your home builder. If your home is enrolled with the NHBRC and you have contracted with a NHBRC registered builder, the NHBRC has a dispute process in place to assist you.

The NHBRC will pursue and ensure that a home builder meets their obligations in terms of the Act. In particular, the NHBRC will ensure that:

• A home builder rectifies minor defects identified by the housing consumer within the first three-months of occupation

• A home builder rectifies a roof leak identified by the housing consumer within one-year from date of occupation

• A home builder rectifies major structural defects identified by the housing consumer within five-years from date of occupation

Before submitting a complaint to the NHBRC, housing consumers should:

1. Notify the home builder in writing of all complaints requiring attention within a reasonable time

2. Keep a copy of all correspondence between themselves and the home builder

3. Allow the home builder reasonable access to the property in order to fix the defects

4. Ensure that all financial obligations to the home builder are met.

When to refer a complaint to the NHBRC

1. The home builder does not respond within the period specified below.
2. The home builder fails to honour his/ her obligations.
3. There is an unresolved dispute between you and the home builder regarding the extent of the home builder’s liability.

Home Builder Response Times

The home builder must respond within a specified period from the time he/ she receives a complaint

Nature of Complaint Builder Response Period

• 3-month non-compliance - 21 working days
• 1-year roof leak - 7 working days
• 5-year major structural defect period - 7 working days

About Us

The National Home Builders Registration Council (NHBRC) is a regulatory body of the home building industry. Our goal is to assist and protect housing consumers who have been exposed to contractors who deliver housing units of substandard design, workmanship and poor quality material.
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